A Day In The Life District Sales Manager Melody Haney

As soon as she walks into the Morrisville, N.C., Kangaroo Express, Melody Haney cheerily calls out to the store sales manager and associates: "How many bundles are you going to give me today?"

And almost as cheerily, each associate shouts back with the number of "bundles" he or she sold so far that day. "Bundles" are special package deals The Pantry was selling during its Home Run Summer Savings promotion. Typical deals offer a special price when pairing a breakfast sandwich with a cup of coffee and a doughnut, or a hot dog with a fountain drink and bag of chips.

Haney, a North Carolina native who previously managed big-box retail stores, joined The Pantry 2½ years ago and now oversees 10 stores in the retailer's Cary/Apex, N.C., home division.

"When they hear me asking about a corporate initiative like the bundling promo, they know I'm behind it 100 percent," said Haney, who added she is determined to win an internal competition against other district sales managers for most bundles sold.

Haney's seemingly inexhaustible energy and upbeat demeanor, as well as her unrelenting focus on customer service and cleanliness, is emblematic of The Pantry's new culture. At the Morrisville store, Haney compliments the store sales manager, Kim Pensyl, for her creativity in posting 3D graphics illustrating various bundled products in the fresh case. Haney also checks the expiration dates on all the products, and then she examines the food visually as well. "If it doesn't look like something I would eat, it has to go," she said.

Constant follow-up is her biggest challenge, said Haney. "I visit all my Fresh stores every day to check on quality and service." Seven of the stores in Haney's district are part of The Pantry's new Fresh Initiative, which includes a new hot coffee program, hot-to-go sandwiches and a new refrigerated fresh case for merchandising salads, sandwiches, fruit cups and assorted other fresh items.

"This is the best job I've ever had," said Haney, who previously worked for The Home Depot and other big box retailers. "I'm not tied to a desk. I have freedom, and I can have an impact on the lives of my customers, store sales managers and associates every day."

Haney estimated she spends no more than six hours a week in an office. The rest of her work time is spent visiting stores. She typically wakes up at 5 a.m., is answering e-mails from the stores and support center by 6 a.m. and often doesn't wrap up her store visits until after 6 p.m. She has three children, aged 14, 10 and 3.

"A lot of people say they love their job, but I really love my job," said Haney, as she took this Convenience Store News editor on visits to several stores within her district.

Upon arriving at the Kangaroo Express in Apex, N.C., the first thing Haney checks is the store's exterior cleanliness. She walks the forecourt area looking for litter and spills, then goes around to the car wash to be sure all the hoses on the self-serve vacuum cleaners are properly stowed. Then she closely examines the store's glass doors and windows for smudges. "This is my big pet peeve," she said, pointing to a few fingerprints by the door's handle.

Once inside the store, Haney checks the coffee bar — first making sure the presentation is right, then checking each urn for quality. She notes if used filters were removed from the previously brewed urns so they do not drip, checks timers and leans in close to inspect the entire surface area for loose sugar granules, doughnut crumbs and wet spots. It's got to be perfect to stand up to Haney's inspection.

Then, she runs her hand over the faux-wood grain on the cabinet doors looking for sticky spots. "We won't tolerate any dirt. We want the crispest look possible," said Haney.

From the coffee bar, Haney goes to the fresh case, the hot-to-go fresh sandwiches and the roller grill. She also checks every dispenser at the condiment bar. "We want to make sure everything is clean and flowing," said Haney as she pumped a spot of yellow mustard into a paper towel.

Haney is then off to review the cold fountain area with the store sales manager. Again, the focus is on making sure everything operates correctly and that the area is spotless. Haney spends a lot of time talking with the store sales manager and associates. She discusses problems and new initiatives with them. "If you have good communication, you can get any problem resolved," she said. "With the Fresh program, in particular, everyone has to be part of the game plan. You can't stand on the sidelines."

Next, the district sales manager checks to ensure there are no out of stocks. She looks at all vendors — direct-to-store delivered product as well as warehouse-supplied merchandise.

Cleanliness is an obsession for Haney. At the coolers, she checks the door pockets for dust and she leans in close to the glass door of the beer cave to check for smudges. "Beer caves are the most wonderful concept," she gushed, pointing out the elimination of beer displays on the store floor fosters a more family-friendly environment.

There is an almost military-like precision to how each store is merchandised. The label of every bag of peanuts and every strip of beef jerky is facing front toward the customer. The candy aisle is merchandised, in Haney's words, "full, flush and front-faced." Consumers don't always notice the details, but they do see the overall projection of the store as fast, friendly and clean, Haney asserted.

The same procedure is repeated that afternoon at Kangaroo stores in Cary and Sanford, N.C.

Before leaving each store, Haney checks the restrooms. "They have to be pristine," she said, and illustrated her zero tolerance for anything but perfection by alerting a store sales manager that there was an unpleasant odor in what looked to be an otherwise spotless men's room at one of the stores. "It doesn't matter if it was just cleaned," she said. "They have to be constantly checked so that not a single guest gets a bad impression."

"I visit all my Fresh stores every day to check on quality and service."